Head of Operations for Client Services at Robert Walters

Description

In this pivotal position, the scope extends to leading the servicing function for Private Bank Operations, overseeing a diverse range of functions. At the core of this role is the leadership of teams operating in a dynamic, fast-paced, and high-pressure environment where client experience holds utmost importance - inspiring and guiding teams to excel in their respective functions. Driving the growth of Private Bank Operations is a central facet, of identifying opportunities for expansion and enhancement.

The collaborative efforts with all bank segments highlight a culture of integration and innovation. The fast-paced environment and the commitment to providing exceptional client experiences underscore the company's dedication to staying at the forefront of the banking industry. The emphasis on risk management and controls further adds to the excitement, showcasing a commitment to preserving and enhancing the assets and reputation.

Key qualifications for the Head of Operations for Client Services:

• Bachelor of Commerce in Business Management or Finance
• 5 – 10 years of management experience
• Experience in banking essential

Key duties of the Head of Operations for Client Services include but are not limited to:

• Lead Team Leaders in day-to-day operations
• Ensure smooth functioning of Client Services Pillar
• Contribute to Operations strategy aligning with Private Banking Strategy
• Develop, implement, and manage innovative operational systems, processes, and policies
• Cultivate a culture of continuous improvement in service delivery
• Collaborate with team leaders to design and implement metrics for service quality and efficiency
• Utilize the bank's products for a dynamic knowledge repository for seamless customer service
• Collaborate with stakeholders to identify and implement continuous improvement projects, emphasising process automation
• Analyse trends and volumes for optimized capacity in service delivery
• Provide regular dashboards on divisional areas
• Foster a culture of exceptional client experience
• Utilize data and analytics for personalised service solutions
• Identify and escalate systems issues affecting customer experiences
• Manage third-party service providers to meet agreed service levels
• Inspire and set the tone for an inclusive and high-performing team

Key personal skills for a Head of Operations for Client Services:

• The ability to work autonomously.
• A willingness to challenge the status quo.
• The capacity for critical thinking, problem-solving, and adaptability.
• A commitment to honesty, ethical behaviour, and a strong moral compass
• A desire to be naturally inquisitive, open to learning, and motivated to explore new ideas.